Installation Guide

Unified CCX-related data appearing in Unified ICME parent database tables and WebView
reports will not be identical to the data appearing in the Unified CCX child database and
Historical Client Reports. This occurs for a variety of reasons, the most significant of which is
the different methods Unified CCX and Unified ICME use to store and calculate data:
Table 15: Methods IPCC Express and ICM Use to Store and Calculate Data
Unified ICMEUnified CCX
Data presented in WebView Reports is stored
in half hour summary database tables.
Data presented in Historical Reports is stored
in a detailed record database.
Data presented in Unified ICME parent reports
is already aggregated in half hour tables in the
database.
Data presented in Unified CCX reports is
aggregated and calculated from detailed records
when the report is generated.
Note: For a complete discussion of the key reasons behind the different reporting data, see
"Differences between Unified ICME Parent and Unified CCX Child Reporting" (page 78).
The tables in this section provide a discussion on key data fields in a Unified CCX child’s
Historical reports and similar concepts in a Unified ICME parent’s database Half Hour tables.
For each of the data fields discussed, a brief explanation is also provided as to the reasons that
contribute to the differences between the two concepts. However, the following reasons apply
to many or all of the data fields discussed in the table:
1. Timing Differences. There's a fundamental difference in when Unified CCX and Unified
ICME increment values. Unified CCX increments counts for the interval in which the call
started, not when an event occurred; Unified ICME increments counts for the interval in
which the event occurred.
This difference affects all reports with call event data (including completed call statistics)
which on Unified CCX includes CSQ, Application, and Agent reports.
Note: This timing issue is applicable to all data passed from Unified CCX to Unified
ICME.
2. Additional Calculations Needed. Many Unified CCX report data will need some sort of
derivation to match corresponding Unified ICME report data (due to differences in
definitions and values included on reports). For example, Average Hold Time for Unified
CCX is calculated for incoming calls, only, while Average Hold Time on Unified ICME
is calculated on incoming and outgoing calls. As the Unified ICME does not display
inbound and outbound hold time separately on a report, you cannot simply visually compare
the reports from the two systems.
Note: Additional Calculations Needed is applicable to values where information is only
available by calculating data from different fields and/or tables in the Unified ICME
database.
3. Difference in Service Level Concept Implementation. Service Level for Unified ICME
is calculated for Services, not Skill Groups. Service Level in Unified CCX is calculated
for CSQs (which correspond to Unified ICME Skill Groups), not Applications (which
correspond to Unified ICME Services). Since values are not being calculated on equivalent
Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)
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Chapter 4: Understanding Reporting in an IPCC Gateway Deployment
Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model